Why Insurers Must Invest More in Customer Experience Technology with SaaS Platforms like Socotra 


November 25, 2023

In the evolving insurance landscape, customer experience (CX) is more than just a buzzword; it is a strategic imperative. As brokers and agents directly engage with policyholders, their feedback and insights hold significant weight. A rising consensus among these professionals suggests that insurers who do not prioritize customer experience technology might face the threat of losing business. 

The competitive landscape is shifting, and customers are becoming more discerning. They no longer settle for subpar experiences, and they have options to explore. The insurers that can meet their evolving expectations and provide a seamless, customer-centric experience will be the ones to thrive in this new era. It’s no longer a matter of choice but a matter of survival and growth in the insurance industry. 

This article will delve into the importance of investing in customer experience technology, the risks of not doing so, and how SaaS (software as a service) platforms like Socotra are transforming the industry to offer superior user experiences.

The Digital Age and Evolving Customer Expectations 

As digital transformation permeates every industry, customers are becoming more accustomed to seamless, intuitive, and immediate digital interactions. This applies not just to eCommerce or social media platforms but to sectors like insurance, which traditionally relied heavily on paperwork and manual processes.

Modern consumers expect: 

  • Quick policy comparisons and easy purchase processes. 
  • Instantaneous claims processing. 
  • Personalized insurance products tailored to their unique needs. 
  • A unified omnichannel experience, whether they are engaging via a mobile app, website, or even in-person. 

In essence, the bar has been raised, and insurance companies that cannot meet these expectations are at a distinct disadvantage. 

The Voice of Brokers and Agents 

Brokers and agents are on the frontline, interfacing with customers daily. They have a pulse on what customers desire, and the pain points they face. Recently, many have voiced concerns about insurance companies lagging in the digital CX arena. 

A lack of efficient customer experience technology can result in: 

  • Slower response times. 
  • Missed opportunities for upselling or cross-selling. 
  • Frustrated customers who may turn to competitors. 

Ignoring these warning signals from brokers and agents is a strategic misstep that insurance companies cannot afford.

The Business Case for Investing in CX Technology 

  • Retention Over Acquisition: It’s a well-known fact in business that retaining existing customers is less expensive than acquiring new ones. Superior CX can boost customer loyalty, leading to longer policyholder lifetimes and more referrals. 
  • Competitive Advantage: In a saturated market, offering an unparalleled user experience can differentiate an insurer from its competitors. This can be a strong USP, especially among younger, tech-savvy demographics. 
  • Operational Efficiency: Advanced CX technologies can automate and streamline various insurance processes, from underwriting to claims management, leading to cost savings and improved profitability. 

Enter Socotra: A Glimpse into the Future of Insurance 

Socotra, a modern SaaS platform, is an exemple of how technology can revolutionize the user experience in the insurance industry. Here’s how: 

  • Agility and Flexibility: Unlike traditional legacy systems, Socotra is designed to be agile. Insurers can easily configure and deploy new products, adapt to regulatory changes, and scale as per business needs without excessive IT intervention. 
  • API-first Architecture: Socotra’s API-first approach ensures seamless integration with other systems, be it CRM platforms, AI-driven analytics tools, or third-party apps. This interconnected ecosystem enhances the user experience manifold. 
  • Cloud-native: Being cloud-native, Socotra ensures high availability, security, and scalability. This not only provides a reliable user experience but also reduces infrastructure costs for insurers. 
  • Holistic Customer View: Socotra provides a 360-degree view of the customer, allowing insurers to gain insights into policyholder preferences, behavior, and history. This data-driven approach can help in offering personalized insurance solutions, thus elevating the customer experience. 

Lessons for Insurers 

The message is clear: Technology, especially focused on enhancing the customer experience, is not a luxury but a necessity for modern insurers. 

  • Listen to the Intermediaries: Brokers and agents possess a wealth of insights. Collaborate closely and invest in solutions that address their feedback. 
  • Embrace Modern Platforms: Legacy systems may have served well in the past, but the future belongs to agile, scalable, and integrative platforms like Socotra. 
  • Prioritize Personalization: Use data analytics to understand and cater to the unique needs of each policyholder. 

How can Hexaware help? 

Hexaware has a robust practice around the Socotra platform. It has helped several businesses achieve exceptional customer experiences by leveraging Socotra.  

  • Customer Success Stories 

An InsurTech Leader 

Hexaware helped a prominent InsurTech leader introduce a Multi-Year Guaranteed Annuity (MYGA) product, enhancing self-service portals and functionalities. Leveraging Hexaware’s expertise and Socotra’s open APIs, this agile approach promises a revenue boost, operational efficiency, enhanced customer satisfaction, quicker time-to-market, and improved scalability. 

A US-based Auto Insurer 

Hexaware partnered with the client to bring about remarkable transformation using Socotra. Hexaware has set the foundation for the client to achieve remarkable benefits, including a reduction in operational costs, an increase in market share, a boost in customer satisfaction, faster time-to-market, and an improvement in scalability.


In conclusion, the winds of change are blowing in the insurance sector. While the foundations of trust, reliability, and comprehensive coverage remain paramount, the way these values are delivered is undergoing a transformation. Insurers must recognize the pivotal role of customer experience technology in this new era and make the requisite investments. Platforms like Socotra serve as compelling evidence of the immense potential these technologies hold in reshaping the industry for the better. The future of insurance hinges on embracing innovation and putting customers at the center of the journey. Are you ready to usher in this new era? Reach out to Hexaware and let us empower your organization with innovative solutions that ensure a seamless, customer-centric transformation. Contact us at marketing@hexaware.com and embark on the path to a redefined insurance landscape. 

About the Author

Baldeepp Singh Chowdhary  

Baldeepp Singh Chowdhary  

Baldeepp is a seasoned leader with 15 years of experience in the IT sector. As a part of Hexaware’s insurance practice, he excels in steering IT software product management, pre-sales, solutions, and practice development for driving innovation and excellence in the field.  

Read more Read more image

Related Blogs

Every outcome starts with a conversation

Ready to Pursue Opportunity?

Connect Now

right arrow

Ready to Pursue Opportunity?

Every outcome starts with a conversation